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Privacy policy

1. Introduction

This website www.autoglass.co.uk (the "Site") is operated by Belron UK Limited (company number 494648) trading as Autoglass® whose registered office and head office location is at 1 Priory Business Park, Cardington, Bedford MK44 3US, also referred to in this Privacy Policy as "we" or "us" or “Autoglass®”.

For the purpose of the Data Protection Act 1998 (the Act), we are data controller. We are committed to protecting and respecting your privacy.

This Privacy Policy should be read together with our Terms of Website Use and sets out how we will treat any personal information that you provide to us or that we collect from you.

Please read the following carefully to understand how we will treat your personal information.

By visiting www.autoglass.co.uk you are accepting and consenting to the practices described in this Privacy Policy.

2. Information we may collect from you through the Site

We can collect information from you online in a number of ways, through your use of this Site and through our use of cookies (see our Cookie Use Policy). With regard to each of your visits to our Site, we may automatically collect the following information:

  • Technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform;
  • Information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time); products you viewed or searched for; page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number.

Some sections of our Site invite you to complete online forms or otherwise provide us with your personal information to assist us in making a booking for you or to correspond with you. Now or in the future, we may be able to access the personal information you input to the Site, even where you do not actually submit your information to us as a final booking request.

Your personal information will include:

  • Your name, home or office and/or other personal address, telephone numbers, email address and other contact details;
  • Your vehicle and insurance or fleet membership details;
  • Records of your correspondence with us, if you have contacted us;
  • Details of your visit to our Site and the resources that you access.

3. Our use of your personal information provided to us or collected through the Site

We may use personal information collected from you through the Site in the following ways:

    • To provide you with information that you have requested from us;
    • To offer you the Service that you have requested from us;
    • To keep records of the work we have carried out for you;
    • To invoice you and/or your insurance/fleet management company for services we have provided to you and to assist us in collecting any payments due from you to us;
    • To ask you whether you require our Service in circumstances where our website has collected your information but you have not taken the final step of submitting your personal information to us as a booking request.
    • To ensure that the Site is presented to you in an effective manner;
    • To develop and improve our methods of working, in particular through contacting you in the course of our customer surveys and by testing changes and improvement to information systems and processes; and
    • Except where you have requested that we do not do so, to send you electronic and/or paper form marketing and other materials relating to our services (see Your Rights below).

    4. Internet Cookies

    Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For further information, please see our Cookie Use Policy.

    5. How we process your personal data collected otherwise than through this Site

    As well as information collected from you through the Site, we may also obtain information in other ways, such as by phone, email or in paper form. We also work closely with third parties (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them. We may combine information received from third parties with information you give to us and information we collect about you. We may use the combined information for the purposes set out in this Privacy Policy.

    Personal information could include:

    • Your name, home or office and/or other personal address, telephone numbers, email address and other contact details;
    • Your vehicle and insurance/fleet management company details;
    • Records of your correspondence with us; and/or
    • Your credit card, debit card or other payment details.
    • How you made use of our Site or other sites you connect with through our Site.

    Our handling of that information is subject to this Privacy Policy.

    6. Our use of your personal information collected otherwise than through this Site

    We may use personal information collected from you in the following ways:-

    • To provide you with our services and goods or other information that you have requested;
    • To invoice you and/or your insurance/fleet management company for services we have provided to you and to assist us in collecting any payments due from you to us;
    • To keep records of the work we have carried out for you;
    • To develop and improve our methods of working, in particular through contacting you in the course of our customer surveys and by testing changes and improvement to information systems and processes; and
    • Except where you have requested that we do not do so, to send you electronic and/or paper form marketing and other materials relating to our services (see Your Rights below).

    7. Disclosing your personal information collected through this Site or otherwise

    By providing personal information to us, you acknowledge and agree that we may share your personal information with a third party where:

    • That third party is your insurance/fleet management company. For example, we are likely to share your personal information with your insurance/fleet management company for the purposes of resolving your claim under your insurance policy and/or to allow us to collect payment from your insurance company for the services we provided to you; or, to notify your fleet management company of our work and issue an appropriate invoice. We may share your personal information with your insurance/fleet management company for the purposes of preventing fraud and/or to develop our service provision generally to your insurance/fleet management company to further benefit you and other policyholders;
    • We are directly or indirectly using a third party service provider (which may, for example, include another member of the Belron® group of companies and/or service providers appointed by it) to provide services to us that involve data processing. For example, we appoint payment processing providers to assist us in our billing processes; we also use third party providers where we require assistance to recover payment of our invoices;
    • We use third party service providers to assist us with the transmission to our information systems of personal information collected at our physical locations or using mobile devices;
    • We use third party service providers based within and outside the European Union to assist us in carrying out customer satisfaction surveys; we intend to use the results of those surveys to help us develop and improve our service; your insurer/fleet management company may wish us to share with it the results of your survey response;
    • You have expressly consented for us to share your personal information with identified third parties; that may include where you have expressly consented to us passing your details to a third party for the purposes of that third party arranging for you to be contacted by an independent vehicle glass repair and replacement service provider;
    • We have appointed a third party subcontractor to assist us in providing our services to you;
    • We are under a legal, regulatory or professional obligation to disclose your personal information, (for example, in order to fulfil our regulatory obligations to the Financial Conduct Authority or any successor to it) or in order to enforce or apply our Terms of Website Use or Terms of Business; or to protect our rights, property, or the safety of our company, its business and employees or others; and/or
    • Belron UK Limited, or substantially all of its assets are merged or acquired by a third party, in which case your personal information may form part of the transferred or merged assets;
    • To provide anonymous statistical information about users of the Site and related usage information to reputable third parties. Except as described above, we will not share your personal information with third parties.

    8. Where we store your personal information

    The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA").  It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers.  Such staff maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services.  By submitting your personal data, you agree to this transfer, storing or processing.  We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy.

    Where we have given you (or where you have chosen) a password which enables you to access certain parts of our site, you are responsible for keeping that password confidential. We ask you not to share a password with anyone.

    Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our Site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.

    9. Telephone calls to and from Autoglass®

    Usually, we record all incoming and outgoing telephone calls with our customers that are made to or from (as the case may be) our call centre, customer accounts team, customer services team and/or compliance team.

    Calls received or made by staff at any third party call centre appointed by us will also usually be recorded.

    Unforeseen information system errors may prevent our ability to record calls or retrieve recordings in some instances.

    Where we consider it reasonable and appropriate, we may allow a third party to listen to our recorded calls. In particular, we may make the calls we record available to a policyholder’s insurer or a governmental authority, such as the Financial Conduct Authority or the Police. Recorded calls may also be used as evidence in any dispute that arises concerning payment for the service we provide. We will always make appropriate arrangements to safeguard the personal information within any recorded call to ensure that no inappropriate use is made of that information.

    10. Emails, text and other electronic messaging

    We may contact you by e-mail, text or other communication methods (either physical or electronic) in connection with your booking, including sending you an appointment reminder using e-mail or text/SMS or your attempt to contact us, whether by phone or online.

    Unless you have asked that we should not do so, we may contact you about our services and products using e-mail, text or other forms of physical or electronic media.

    11. Your rights

    You have the right to ask us not to process your personal information for marketing purposes. You can exercise that right by checking the relevant boxes when you complete an online booking form or by contacting us at any time at Compliance Officer (Data Protection), Autoglass®, 1 Priory Business Park, Cardington, Bedford MK44 3US.

    Please note that by continuing to use our services or the Site and by providing any personal information to us offline or via the Site or to email addresses provided on the Site, you are consenting to our use of your personal information as set out in this Privacy Policy. Please do not provide us any personal information if you do not want that information to be used by us in this manner.

    Our Privacy Policy and/or the Terms of Website Use may be amended by us at any time without notice of any kind to you. Please check this page periodically to inform yourself of any changes.

    You are entitled by law to request a copy of your personal information that Autoglass® holds and to correct any errors. You are also entitled to request that your information is deleted from our records. If any such request is made, we will use our reasonable efforts subject to applicable laws to supply, amend or delete the personal information as requested. Any request, or any other question you may have about our privacy policy or the information held about you by Autoglass® should be made in writing to the following address:

    Compliance Officer (Data Protection)
    Autoglass®
    1 Priory Business Park
    Cardington
    Bedford
    MK44 3US.

    Please note that we reserve the right to charge a £10 fee for any information requests and we will require you to prove your identity with at least 2 pieces of identification.

    Date: 14 October 2015

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